Cased Dimensions developed a user-friendly self-service portal optimized for various devices, addressing the bottleneck faced by IT asset managers and service desk staff by allowing non-technical users to resolve their own requests. The portal features enhanced search functions, intuitive forms, and an integrated asset management view, while also allowing customization without coding. This solution aims to improve productivity and user satisfaction by enabling employees to independently resolve issues and provide feedback.

1. SCSM Self Service Portal
Prepared by Chester Capulong

2. SCSM Self Service Portal
Problem
IT Asset Managers and Service Desk staff are the
hub of all technical information.
This reduces productivity and adds to the workload of asset
managers and service desk staff.
This creates a bottleneck where every single query
ends up being a phone call or email to these staff
in order to be resolved.

3. SCSM Self Service Portal
Solution
Here at Cased Dimensions, we
pioneered a powerful Self-service
portal, which empowers non-
technical end users and customers
on how to resolve their requests.
We based the development of our Self-
service portal on the feedback of our
customers. With customers from 20
countries across the world, we obtained
a wealth of knowledge.

4. SCSM Self Service Portal
Mobility
Here in Cased Dimensions, we have
developed our Self-service portal in
HTML5 so it is optimized for Web. It
is easy to use, it’s fresh, it’s clean, and
you can access it from any device.
One of the most common points
coming from customer feedback is
that 50% of the client bases are
using tablets and smartphones.
These do not support out of the box
SCSM portal through Silverlight on
SharePoint. So we made our portal
system accessible through all
devices the employees might use.

5. SCSM Self Service Portal
Target Audience
People using IT Self-service Portals are
mainly non-technical. So with that in mind, we
created an Online Shopping – type experience.
With this easily accessible and user friendly
shopping cart – type experience, your non-
technical employees will adapt, and embrace
our Self-Service Portal.

6. SCSM Self Service Portal
Technical Components
• We extended the back-end in relation to
Request Offerings and Service offerings
allowing you to ask up to 50 questions.
Cased Dimensions
Self-Service Portal
Out of the box
Self-Service Portal
• You are limited to just 3.
• We allow you to embed URL content into the
live question.
• You are not allowed to embed and there
are only text fields in the form. .
• Search function will return not only knowledge
articles but also the (known as Request Offerings
in SCSM), self-help journeys that are
configured within Service Manager.
• Search function will return knowledge
articles only.
VS

7. SCSM Self Service Portal
Intuitive Forms
We have intuitive forms on the
portal which allow the user to
provide detailed information
about what they require and in
turn, provides the service desk
accurate information about the
request.
This is where our support for
request for change comes in and
empowers the end user.
This is what the market is
accustomed to elsewhere, Why
should it not be same in ITSM
and ITAM?

8. SCSM Self Service Portal
Asset Management
We have also integrated our
Asset Management to the
portal so end users will be
able to see the assets that
they are responsible for in a
personalized view unique to
their profile on the system.

9. SCSM Self Service Portal
User Interface
We have developed a
visually focused UI that is
user friendly and fully
configurable within SCSM.
You can create self-service
portals based on
department e.g. Finance,
HR, Asset Management etc.
All configured within
SCSM with ZERO CODING
REQUIRED.

10. SCSM Self Service Portal
User Interface
The blue boxes which are
presented are navigation
panes to help your
employee find the correct
self-help. So if I go to
Procurement – this is where
the relative service offering,
and the request offerings
are presented.
It is just two clicks of a
button, but with SharePoint
it is many.

11. SCSM Self Service Portal
Customer Satisfaction Survey
We also have a customer satisfaction
survey in development. From an ITIL
best practice perspective this allows
end users to submit their feedback to
service desk about their experience in
using the self-service portal.

12. SCSM Self Service Portal
What are the benefits to our solution?
 Easy to use
 Fresh, clean, user-friendly design
 Accessible from all devices including PCs, laptops, tablets and smartphone
 Enterprise focused ITAM and ITSM for business process optimization
 Empowered employees are happier employees – access to resolve their own requests
independently with knowledge articles and FAQs
 Improved productivity for IT service desk, asset managers and all functions within the business

13. We here at Cased Dimensions are focused on business process
improvement. We are aligned to ITIL best practice methodologies
for enterprise process efficiency.
Want to find out more about our SCSM Self Service Portal?
Email us today
info@caseddimensions.com
or visit our site at
www.caseddimensions.com